Designing and Delivering Customer Journeys: 10 Steps to Delight

Target, orchestrate, engage

It’s the age of the empowered, omnichannel consumer. Armed with multiple devices, consumers use multiple interaction channels to engage with businesses. They even hop across touchpoints to complete a single transaction. In other words, their relationship with the business is made up of cross-touchpoint journeys. It’s no wonder then that customer journey management has become a hot topic in the C-suite and the boardroom.

How can a business get started on improving customer journeys?

What are the best practices to orchestrate memorable journeys?

Based on our experience in enabling connected omnichannel journeys for leading enterprises around the world, we have identified 10 steps for success.

Knowledge Management

Web Self-Service

One size doesn't fit all in web self-service! The same approach to self-service will not work for every type of customer, every type of inquiry, or every stage of the customer life cycle.
eGain SelfService enables organizations to provide distinctive, productive, and brand-aligned self-service experiences that enable breakthrough improvements in customer self-service effectiveness and adoption, while allowing seamless, context-aware escalations to live customer service or sales agents.

Video Chat, Text Chat, Cobrowsing

Are you looking for efficient ways of providing better experiences to your website visitors? Studies show that chat and cobrowsing are the most effective channels for engaging, selling to, and serving online customers. Reach out to customers, proactively or reactively, right when they need help and avoid abandoned shopping carts and half-filled forms. Offer distinctive mobile customer service.

Artificial Intelligence for Customer Service

The business benefits of Artificial Intelligence in customer engagement are real and game-changing. eGain uses AI technology-enabled reasoning capability to guide customers, contact center advisors, and field experts to the right answers, diagnosis, and process. This capability improves first contact resolution, customer satisfaction, agent confidence and productivity, and reduces truck rolls saving millions for the business.